Shipping & Returns
Shipping timelines and return policy.
We cut, finish, and pack orders at our North American warehouse. Transit times below include order processing but exclude carrier delays from storms or remote routing.
By Region
Shipping times.
| Region | Typical timeline | Notes |
|---|---|---|
| Ontario & Quebec | 2–4 business days | In-stock standard sizes leave the warehouse within 1–2 business days, plus carrier transit time. |
| Prairies & Maritimes | 3–6 business days | Rural and remote postal codes may add one to two extra days. Tracking is included on every order. |
| British Columbia | 4–6 business days | Metro Vancouver usually arrives on day four. Allow a day buffer for Vancouver Island and the Gulf Islands. |
| Northern Territories | 7–14 business days | Email support@icustomrug.com for a quote. We consolidate shipments to keep costs manageable. |
| Continental United States | 3–7 business days | Ground delivery from our North American warehouse with full tracking. |
* Remote-area surcharges and longer transit times may apply to YT, NT, NU, Alaska, Hawaii, and select island communities. We do not ship to PO boxes.
Returns
Return process.
- 01Email support@icustomrug.com with your order number and the items you'd like to return.
- 02We'll reply with a prepaid return label or pickup instructions within one business day.
- 03Pack items securely. Roll runners (don't fold) and make sure indoor / outdoor rugs are clean and dry.
- 04Refunds post within five business days of the warehouse receiving the return. Original shipping is non-refundable.
Exceptions
Worth knowing.
- 01Custom-cut rugs are final sale unless damaged in transit, since they're produced specifically for your space.
- 02Samples are non-returnable, but the cost applies as a credit toward your first full order.
- 03If an item arrives damaged, photograph the packaging and product within 48 hours so we can file a carrier claim.
Have a question that isn't covered here? Email support@icustomrug.com and we'll come back within one business day.